This unit applies to individuals providing information to clients, with some supervision and guidance, in an international education environment. They could be working in the administration of education programs and projects in organisations from one or more international education sectors (schools, English language training organisations, vocational education and training, higher education, postgraduate education). These organisations could be onshore or offshore and could be public or private.

ELEMENT

PERFORMANCE CRITERIA

1. Establish client requirements for information provision

1.1. Apply cross-cultural communication skills in providing and receiving information

1.2. Record and respond to requests for information from internal or external clients, in line with organisational policies and procedures

1.3. Clarify requests to ensure full understanding of client requirements

2. Organise and maintain supplies of material

2.1. Refer to procedures for providing material for planning production, assembly, packaging and distributing information packages

2.2. Assemble material for the needs of individual clients and client groups, according to inventory establishment

2.3. Maintain stocks of material at established inventory levels, and identify and respond to shortfalls

2.4. Facilitate production and collection of material to ensure inventory levels are maintained

3. Provide information relevant to individual clients and client groups

3.1. Provide assembled and checked material to clients at the specified destinations on time, according to organisational policies and procedures

3.2. Facilitate compliance with relevant legislative and regulatory requirements for provision and distribution of material

3.3. Monitor communication and process flow to ensure on-time despatch of requested material to specified persons and destinations

3.4. Seek advice from relevant personnel in client services situations or issues where information provision may require departure from regular practices

4. Contribute to the continuous improvement process for information provision

4.1. Apply client services policy, guidelines and procedures for information provision when performing work role activities

4.2. Perform work effectively within a team environment to facilitate quality of information provision in client services

4.3. Carry out follow-up to gauge client satisfaction regarding information provision

4.4. Use feedback to promote continuous improvement in own work and for input into organisational quality client services processes for information provision

4.5. Provide input through team communication regarding organisational policies and procedures development or review of information provision services to clients

Required skills

communication skills to interact effectively in an intercultural context with clients, co-workers, team members and other stakeholders; to effectively communicate cross-culturally with clients; to clarify information through discussion and feedback with clients and other stakeholders, including team members

initiative and enterprise skills to work effectively within the organisation's client services policy and according to established procedures for information provision; to identify areas for improvement in own work performance and to adjust work practices; to deal with change and contingencies that arise when conducting client services and information provision activities

learning skills to understand and comply with legislative and regulatory requirements relating to information provision in an international education environment

literacy skills to record information on updated government regulations and guidelines; to refer to relevant legislative and regulatory frameworks

numeracy skills to complete orders for supply of information

problem-solving skills to access information and resources for information provision; to distinguish between problems that can be solved within work role authority and those that must be passed on to supervisors or managers

planning and organising skills to maintain supplies of material and plan own daily work schedule in accordance with job role

self-management skills to provide requested information under the approval of supervisor, and according to job role and organisational procedures

technology skills to efficiently use a computer and other office equipment to access information, produce documents and communicate.

Required knowledge

client services information provision job roles in an international education organisation

information organisation, maintenance and provision in international education organisations including legislative and regulatory compliance issues

organisational policies and procedures

quality client services policy, principles and practices for providing information to internal and external clients of an international education organisation

types and purpose of client information requirements.

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

performing client information services work role duties and tasks within international education organisational policy guidelines and following established client services procedures

knowledge of relevant legislative and regulatory compliance issues.

Context of and specific resources for assessment

Assessment must ensure:

access to opportunities to participate in a range of practical exercises and projects

access to relevant documents.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate

evaluation of supervisor's reports on how the candidate provides information to clients

analysis of projects, case studies, completed records and reports developed by the candidate

review of records of requests for information from internal or external clients

evaluation of maintenance of material stocks and response to shortfalls

review of assembledmaterial provided to clients

evaluation of follow-up carried out to gauge client satisfaction regarding information provision

oral or written questioning to assess knowledge of organisational policies and procedures

observation of providing information to individual clients and client groups.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

other educational administration units.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Information may include:

cross-cultural communication and cultural information such as:

cultural events schedules and invitations

organisational policies relating to international education

student support programs and schedules, staff support programs

information for agents and other clients such as:

any partner institution information

costs, refund and grievance procedures

English language requirements for prospective applicants and government guidelines and regulations relating to the Education Services for Overseas Students (ESOS) Act 2000

marketing and recruitment information, travel schedules, accurate course and campus information, student services information

study tour schedules and agreements

updated agreements and renewals of contracts

information for staff such as:

ESOS Act legislation and compliance information

lists of commencing students, information about completing students, marketing and recruitment material, admissions and enrolment procedures and schedules

oral, written or packaged information requested by or distributed to clients and other stakeholders, and approved in accordance with organisational policies and procedures

student information such as:

compliance information including attendance, visas

course and organisation information including translated brochures, campus information, information about living in Australia, academic conventions and learning strategies, student support programs, accommodation options and contacts, costs of participation, other expenses and money

cultural adjustment and support information including orientation, support programs, services and specialist staff

information to support returning home and post-course adjustment

on-arrival services information including airport reception, contingencies contacts, campus maps, faculty and service contacts, student notice board information, course materials and library services

pre-departure and application and enrolment procedures including electronic confirmation of enrolment (ECOE) documentation, overseas student health cover requirements

Clients may include:

internal clients such as section, department, faculty staff

international students and candidates

other clients of the organisation:

consular staff, overseas agents

government and private organisations, departments and agencies

homestay providers

parents of students

other educational organisations

Organisational policies and procedures may include:

written documentation on information provision in client services

Relevant legislative and regulatory requirements may include:

current relevant legislation, regulations, industry codes of practice and policy (commonwealth and state/territory) relating to:

anti-discrimination including equal opportunity and equal employment opportunity, disability discrimination, racial intolerance

business compliance relevant to work roles

ESOS Act and subsequent amendments and related legislation

employment, education and training - relevant to onshore and offshore provision

environmental issues

immigration related policies and procedures for example from commonwealth government departments such as Department of Education, Science and Training (DEST), Department of Immigration and Citizenship (DIAC), Department of Health and Ageing (DOHA), Department of Foreign Affairs and Trade (DFAT )

occupational health and safety

privacy and confidentiality

use of Provider Registration and International Student Management System (PRISMS) database

workplace employment practices and industrial relations

quality assurance guidelines set by particular organisations e.g. cultural diversity, equity and access, critical incidents and workplace practices

Relevant personnel may include:

managers

supervisors

team members

other stakeholders related to information provision

Unit sector

Administration - Educational Administration

This unit contains employability skills.